My husband and I have stayed here numerous times while riding the Hatfield McCoy trails. We usually get a king room, and have had no issues with anything!! Up until now, we went with a friend, when we called to make our reservation we wanted a suite, they do not offer those, so we ordered a room with 2 queens, and they said ok. When we got there they only had rooms with double beds. Why they did not tell us this on the phone was inexcusable, they also did not tell us they were in the middle of remodeling. Which is no big deal (it's actually a good thing) but a little heads up would be nice! Turns out they only have king or full/double beds. Now we are stuck , Holiday Inn was full. We get to the room and fall into bed (we were a late check in about 1:00 am) We get in the room and Cobb webs are on the ceiling, we are to tired to say anything then. The next morning I head to the breakfast bar I'm in there for a hour and a half waiting for my guys to get up out of the bed, guests are coming and going and no one has come in to maintain the food, or tables, garbage, nothing. We leave for the day about 7:45 am to 7:00 pm. We get to our room and the beds are NOT made, we can only tell she was in there as we did get fresh towels. So we tell the manager and he hopped on the phone and advised housekeeping right then and there. We go back to the room turn on the tv and there was no sound, we again go to the manager, he said there's not much I can do about that?? What the heck maybe we can switch Tv's or call maintenance or something, but no offers from management, so we go back to the room and start fiddling, if you unhook a wire from the cable box and plug it back in then you would have sound, but you would have to do this every time you changed the channel. I am a light sleeper and frequently wake up about 3:00 am usually I can go to the lobby and watch tv or read a book. Not this time, they didn't even have a sofa to sit on. I go to the breakfast bar once they are open, again guests come and go with no one maintaining it, finally someone comes in, about 45 minutes later and fills everything up. We leave for the day get back from a nice day of riding, shower, fall into bed. In the middle of the night I kept thinking something was crawling on me? The next morning I look under the covers and there is flys some dead some alive, and there was some kind of smoots (yuckyness ) all over the bottom of the bed. Gross this was really bad, because the beds were sooo small my husband turned around and put his head at that end, so we were sleeping head to toe, ( we are average size people, but when your used to sleeping in a king, a full bed is extremely tiny). The floor by the bathtub looked like it had not been cleaned in years, a build up of hair and dirt. Gross. All and all this experience was terrible!! We are in the Best Western rewards program and they usually give us the triple A discount. Not this time, they did not even offer us a discount period, for all the bad things that happened this time. (Why join the awards program? If you don't get any rewards?) we stay at Best Western maybe 6-8 times a year. We will definitely be rethinking where we stay in the future. Holiday Inn is a bit more expensive, but they are clean, and have a hot breakfast bar that is maintained!! Bottom line is just because you are remodeling, that is no excuse, for poor housekeeping, and maintenance, to your paying guests, that are getting no perks or discounts. less
Randy K, General Manager at Best Western Logan Inn, responded to this review
I want to sincerely apologize for your experience while staying with us. I am the manager and can assure you we never had these conversations, so I will be addressing my staff to see who you may have spoken with. If you have the time, I would like to speak with you regarding your issues. I do wish you would have spoke with me when you were here so I could have taken care of this immediately, however I can assure you I have already addressed both my Housekeeping and Maintenance Departments. Thank you for your time, and thank you for bringing this to my attention so I am able to address and correct them. We do hope to see you again and wish you safe travels!